FCR calculation (first contact resolution) doesn't need to be an exact science, but it is one of the most important KPIs...
Employee empowerment is to trust the frontline call center agents with decision making for refunds and other matters, si...
One of ApexCX's predecessors, Taylor Reach Group ("TRG") assisted a Major bank to review its Interaction/Contact Center ...
One of ApexCX's predecessors, Taylor Reach Group ("TRG") improved service quality, reduced cost, and created a profit ce...
One of ApexCX's predecessors, Taylor Reach Group ("TRG"), by harnessing contact center expertise, allowed a client to de...
One of ApexCX's predecessors, Taylor Reach Group ("TRG"), redesigned a contact Center Training for an athletic footwear ...
Contact center scripts should sound unscripted. Always improve scripting with agents' feedback, recorded calls, and test...
AI supports contact center agents with Live Real Time Guidance & scripts, allowing live agents to focus on offering ...
